Delivery & Returns
INTRODUCTION
Throughout the site, the terms “we”, “us” and “our” refer to Tropical Sun Foods. The term “you” refers to the service user. The term “service” refers to our provision of the Tropical Sun Foods website (www.tropicalsunfoods.com), including but not limited to the sales of Tropical Sun products. The terms “Terms & Conditions” and “Terms” refer to terms under which the service user uses the service.
By visiting our site and/ or purchasing a product from us, you engage in our service and agree to be bound by our Terms & Conditions including those additional terms and conditions referenced herein.
Prior to reading the Delivery & Returns information below, please consult our Terms & Conditions.
ORDERS
Details relating to the placing of product orders can be found on the Terms & Conditions page. The following information relates exclusively to the delivery of and return of ordered products.
PRODUCT UNAVAILABILITY
If an ordered product has become unavailable, we will refund you the fee for that product.
If the product you ordered is unavailable or if all items in your order are out of stock, we will cancel the order and issue a full refund.
DELIVERY
Delivery costs are determined by the total value of the order. Costs are made visible when you proceed to the Checkout, before you finalize your order.
UK DELIVERIES
Orders within the UK are dispatched on a next working day delivery schedule. For orders placed before 2:00 PM, we offer same-day dispatch. Orders received after 2:00 PM will be dispatched on the next working day. Please allow up to 3 working days for your delivery to arrive.
UK delivery fees are as follows:
Orders under 5kg : £3.99
Orders up to 20kg: £5.95
Orders up to 40kg: £9.95
Orders above 40kg: £11.90
FESTIVE PERIOD
To ensure your order arrives in time for Christmas, be sure to purchase by Monday 16th December 2024, after that we’re at the mercy of our courier elves- and they get pretty busy this time of the year! Order early to keep the festive cheer on track! 🎄
FULFILLMENT
Deliveries are sent via Royal Mail's Tracked 48 Service or Evri.
Delays in order processing and delivery may occur during holiday periods such as Easter, Diwali, Eid, Christmas and other busy seasons.
CHANGES TO/ CANCELLATION OF DELIVERY
Once an order has been dispatched from the warehouse, we regret to inform you that we are unable to cancel the order or modify the delivery address and/or date. However, the delivery date may be adjusted directly through the courier’s tracking link. Please note that such communication is solely between the customer and the courier, and we do not assume responsibility for these arrangements.
INTERNATIONAL DELIVERIES
At present we offer shipping within the United Kingdom only. However international shipping will be available in the near future.
RESPONSIBILITIES OF THE SERVICE USER
The service user must ensure that the delivery, contact and payment detail they provide are correct and lawful, and that we are informed of any changes in these details at the earliest opportunity.
The service user must ensure there will be someone over the age of 18 years available to take delivery to the address provided, within the given delivery window, as a signature may be required to confirm the delivery. If there is no-one available, the service user gives permission for the courier to leave the package in an appropriate safe place (e.g. a porch), or with an appropriate third party (e.g. a neighbour). In these cases, the service user is considered to have received the delivery and the transaction is completed, at which point, ownership of and responsibility for the delivery transfers to the service user.
If the delivery cannot be left in a safe space or with a third party, our courier partner will attempt delivery twice to the address provided. If the recipient is unavailable during the first attempt, a note will be left. After the second unsuccessful attempt, the delivery will be returned to the sender. In such cases, the service user will be liable for the delivery cost and a £5 return-to-sender fee.
When a delivery arrives, the service user should check the package contents before signing for it, or at least check the outer package does not show any signs of damage or having been opened/ tampered with. If the package does show signs of damage or tampering, the service user should refuse the delivery and sign as ‘refused/ damaged'. The package will then be returned to us, and we can assess before sending out a replacement, issuing a refund or taking further action.
NON-DELIVERY
If, after the stated delivery period, you have not received it, you must email us within 3 calendar days, or ideally sooner, to investigate. Courier companies restrict the time available to make claims for reimbursement, and so we may not be able to provide replacement products and refunds after this period.
If, after the courier has attempted a delivery, the service user fails to arrange a re-delivery or collection from a depot and the delivery is returned to us, we will treat this the same as customers returning goods as unwanted/ mind changed (see below), and will refund the full purchase costs less the delivery fee and a £5 return-to-sender fee.
If non-delivery occurs due to a customer error (e.g. the customer entered incorrect shipping details), we will provide a refund, minus the costs of delivery and a £5 return-to-sender fee.
PRICE MARKED GOODS
Some of our products may feature price markings on their packaging that differ from the prices displayed on our website. These markings do not reflect the actual selling price. Please be assured that the quality of the products remains consistent, regardless of any price indicated on the packaging. Customers are advised that the price displayed on our website at the time of purchase is the final price and that there is no variation of product quality based on pricing.
RETURNS
You may cancel your order within 5 calendar days from the day after you receive your delivery. You then have a further 7 calendar days to send the goods back to us.
Providing the goods are returned to us in a satisfactory state (unopened, undamaged, in original packaging), you will be refunded the full purchase costs less the delivery fee and a £5 return-to-sender fee.
In the event of returning goods, please notify us within 3 calendar days, and we will provide a returns link. Utilizing this link will facilitate the process for both parties, as it will be managed by our trusted courier partner. Please ensure you have the order ID, and the authorization code provided by us ready to complete the form. We will process the refund upon receipt of the goods in the exact condition in which they were sent. Kindly refer to the General Returns' Requirements outlined below.
General Returns requirements:
- Unused, unaltered, with no damage or signs of use outside of the listed item condition or how it was received
- Must include all items that were included in the original package
- Should be returned with original product packaging: boxes, UPCs, bags or any items used to wrap and protect the item
INCORRECT OR MISSING GOODS
If, after accepting the parcel, you find you have received incorrect or missing goods, you must notify us within 3 calendar days to validate your claim.
DEFECTIVE / DAMAGED GOODS
If a delivery or an item within it is defective or damaged enough to compromise its use, please respond to the order confirmation email with details of the issue, including:
Product information (product name, weight/ size etc.)
Description of damage (brief description)
Photograph of damage (clear, unambiguous photograph of the damage for easy inspection)
Should we concur that the delivery is sufficiently defective or damaged, we will provide you with further options, ordinarily:
A replacement product
A refund (full or partial dependent on the details)
If you have purchased a Tropical Sun product from any source other than the Tropical Sun Foods website, e.g. from a high-street retailer, then you must return your defective/ damaged goods directly to the retailer alongside your receipt of purchase.
SHORT DATED GOODS
If you are sent a product that has less than 3 months until the Best Before End (BBE) date passes, then you can return the goods within 7 calendar days for a full refund.
If you have questions or need more assistance, please contact our customer service team through our contact form. We are here to help and ensure your experience with us is exceptional. Thank you for choosing Tropical Sun Foods.